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Survey: Which call center technology is the most important

2014-05-15 09:43:39 Author: Source:CTI ForumComment:0  Click:


  CTI Forum (ctiforum.com) (Compilation / Han Jiang Xue):In the call center culture, using software solutions is a common understanding because software solutions make the decision making process easier. Call centers need to correctly predict and schedule their call center workers while maintaining service levels and providing their customers with the best service. The right software solution can help manage the above process. A recent survey showed what the call center wanted when it came to agents and managers involved in call centers.
 


 

Software consulting randomly selected 385 call center software buyers and found that 46% of purchasers were the first to purchase. They found that the buyers most wanted were call recording capabilities and Computer Telephony Integration (CTI), as well as leading IVR products.

Surprisingly, the 46% of new buyers are actually not using software in the call center. They rely on traditional methods to handle their business, such as spreadsheets, manual call processing, and paper and pen to track information. Looking for a software solution means that their call center began to change. Of all purchasers, 40% said they prefer a Web-based system.

In order to operate an efficient call center, companies need to equip agents in the call center with powerful, data-rich applications so that they can provide the best services to customers and prospects. CRM software and call center software are critical conditions for achieving efficient call center operations and ensuring customer satisfaction.

This study also shows that the call center software market is moving toward a Web-based model. Web-based or SaaS solutions are "most attractive" to call center buyers. Buyers can make full use of their advantages to facilitate expansion and ease of use without the need to install any software. The real software is automatically updated, and most of the technical issues are handled by vendors.

The main advantage of using call center software solutions is that you can get better customer satisfaction. By using this strategy, all activities involving service, marketing and selling your products, and all activities related to customer transactions can be conducted in an organized and systematic manner.

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